If you really aren’t sure where to start, it can help to employ the services of an experienced consultant who has helped start up a number of contact centres. Use an Erlang Calculator An “Erlang” Calculator can help you to calculate numbers of agents needed for a given number of calls...
Encourage your client contact to bring more heads together when you ask this question. As I mentioned earlier, the staff that work for your client are going to have infinitely more insider knowledge than yourself meaning its important you build relationships with them. Do you have any customer/b...